ServiceNow expands EmployeeWorks for employee-built AI agents

ServiceNow describes EmployeeWorks as powered by a third-generation employee-centric AI harness.[1] The company says the harness supplies intelligent context, trusted decision-making and enterprise actions to orchestrate AI safely.[1] Employees can build and customize agents without code, and ServiceNow says those agents can complete daily tasks without human intervention.[1] It also says agents support persona-based work across critical business functions.[1]

ServiceNow introduced ToolSmith as an agentic developer environment for EmployeeWorks.[1] Developers can describe the tools they want in natural language, and ServiceNow says ToolSmith is trained on more than 75,000 APIs.[1] The company says the environment reduces complex tool-building from days to minutes.[1] When a tool breaks, ToolSmith can retrieve relevant logs and propose a fix, according to ServiceNow.[1] The company also says it scans logs to find opportunities to fix, improve or create workflows.[1]

ServiceNow describes Productivity Assistants as specialized assistants for contextual, nuanced or persona-based work, combining reasoning, memory and tool interoperability.[1] Non-coding employees can build them within administrator-defined guardrails and tailor their behavior, content, tools and access; pre-built assistants are also available.[1] The company says the assistants will extend across its products, starting with HR Service Delivery.[1] Examples include a Talent Insights Assistant for candidate-fit and talent insights, an HR Business Partner Assistant for conversational HR needs, and a Manager Assistant for coaching and team-performance visibility.[1]

Employees can build and deploy Productivity Routines that run proactively in the background, according to ServiceNow.[1] The company says users can describe what to automate, select tools and deploy a routine.[1] EmployeeWorks capabilities can also be brought into tools employees already use, including internal apps and kiosks.[1] ServiceNow says the platform can be available across channels without rearchitecting.[1]

A quoted example in the announcement says Goldie resolves nine out of ten questions without escalation and has given more than 5,000 hours back to its people.[1] These figures are presented as a quoted example; the evidence does not provide further information about how the results were measured or whether they apply to other EmployeeWorks deployments.[1]